is easier now than ever before. Technology has made it not only possible, but relatively easy to know a great deal about your guests. I've pointed out before that Google alerts and simple internet searches give you an excellent advantage to surprise people. But, imagine my state of shock when I experienced just that while buying a car at Shortline Automotive last week. I flew to Denver and walked in to the dealership for the first time to pick-up the vehicle after making the deal over the phone and internet. I had never met Rob (I think he's the GM). But he seemed to know a great deal about me. And, instead of the usual "how's the weather" conversation, he asked me things about my profession, why I chose a hospitality career, etc. We talked about service and how it set businesses apart from one another. He really seemed interested...and he really seemed to care. He did all this without making me feel like he'd hired a PI to make sure my credit was okay.

I don't remember much about the transaction or the long drive to Pagosa Springs. But, I do remember how engaging Rob and Kent were, and thinking...at a car dealership?